How "New Amsterdam" Mirrors Customer Service: Lessons from Patient Care

Out of sheer boredom, I started watching New Amsterdam on Netflix. Yes, I admit it I’m a frequent Netflixer.

The first words I heard were: "How can I help?" And that was it. A simple phrase that resonated deeply, because in customer service, that’s the core of everything we do.

As I continued watching, I noticed striking parallels between the world of patient care and the principles of customer service. Healthcare, at its core, is driven by customer service fundamentals; empathy, care, respect, and a service-oriented mindset. And it’s not just about doctors and specialists. Nurses, orderlies, rescue teams, and even janitors play crucial roles in making a hospital function; just as every single employee in an organization contributes to customer experience (CX).

Dr. Max Goodwin, the new medical director of New Amsterdam, understood this well. One of his first actions was to engage with hospital janitors, valuing their role and speaking their language. This is a lesson for all CX professionals, true service leadership acknowledges and empowers every contributor, no matter how unseen they may be.

Performance Matters: The Tough Decisions in Service

In his opening act, Dr. Goodwin asked his entire team, "How can I help?" and in the same breath, fired the entire cardiology department for underperformance.

This might seem extreme, but it underscores a crucial CX principle: If you don’t perform, if you don’t serve customers well, you’re out. In customer service, performance is everything. Satisfaction scores, efficiency, and resolution rates define success. If a team isn’t delivering, leadership must take action, whether through training, process improvements, or, in extreme cases, restructuring.

The Age-Old Battle: Service vs. Revenue

Another recurring theme in New Amsterdam is the ongoing struggle between patient care and financial constraints. The hospital board constantly pushes for profitability, while Max fights for resources to improve patient care. Sound familiar?

CX professionals know this battle well. We’re often caught between delivering top-tier service and justifying ROI to executives who see customer service as a cost center rather than a value driver. Yet, like Max, the best service leaders find ways to "do more with less," innovate under constraints, and champion the customer’s voice in boardroom discussions.

Crisis Management: Adapting to the Unexpected

One of the most powerful episodes, Storm, highlights crisis management at its best. A massive storm disrupts transportation, causing power outages and resource shortages. Max’s response? "If our patients can’t come to us, we’ll go to them." This proactive approach is a masterclass in problem-solving and adaptability, key traits in customer service.

Imagine a contact center facing a tech outage. Systems are down, but customers still need support. The best teams don’t freeze; they pivot. Manual processes kick in, backup systems are activated, and leadership rallies the team to maintain service continuity.

The lesson? Prepare for disruptions, have contingency plans, and always put customers first.

Leadership: More Than Just a Title

Throughout the series, Max embodies the essence of true leadership. He stands by his team, fights for their needs, and remains available, sometimes at great personal cost.

Leadership in customer service is no different. Contact center managers must balance strategic goals with team morale, handle crises, and make tough calls. They must also charm executives, negotiate resources, and be the rock their teams rely on. Great CX leaders, like Max, lead with empathy and resilience.

Lessons from New Amsterdam for Customer Service Professionals

If you work in customer service especially in contact centers or healthcare administration watching New Amsterdam is like attending a masterclass in CX. The show illustrates:

• Empathy: Treat customers (or patients) as humans first.
• Communication: Clear, compassionate, and effective dialogue is key.
• Crisis Management: Always have contingency plans.
• Performance Metrics: Service must be measured and optimized.
• Leadership: Good leaders empower their teams and fight for what matters.
• Innovation: Sometimes, you must break the norm to improve service delivery.
• Resourcefulness: Doing more with less is an art every CX professional must master.

The Final Takeaway: "How Can I Help?"

At the end of the day, whether you're running a hospital, a contact center, or a customer support team, service boils down to one fundamental question: "How can I help?"

So, the next time someone tells you Netflix is a waste of time, just smile. Some of its greatest gems like New Amsterdam; hold invaluable lessons for those who truly understand the art of customer service.

So how can I help?

Reach out if you need to energize your customer service, contact center or frontliner teams

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